Contact Centre Consultant: Capfin
Contact Centre Consultant: Capfin
Description
We have exciting and challenging positions available for individuals who are highly meticulous and experienced, who enjoys working in a performance driven environment. The purpose of the contact centre consultant is to provide immediate call solutions to customers in an efficient manner and with a positive attitude, thereby portraying a professional company image whilst striving for customer satisfaction.
Requirements
Key performance areas:
- Operational Productivity: This includes average talk time, break adherence, schedule adherence, attendance, and customer satisfaction.
- Quality of work: Achieve and maintain good QA scores by making calls to customers who applied for a loan. Conduct telephonic interaction with the customer in accordance with the Captiv8 script and company policies. Capture the customer’s information correctly on the system. Close the call professionally.
- Quality team member: Ensure adherence to schedule. Have a good attendance record and comply with company policies, procedures and practices including the House Rules. Attend meetings, training interventions and QA workshops and QA feedback sessions.
- Service Quality: Achieve good customer satisfaction survey scores. Update customer information on Captiv8 system. Make and answer calls from customer in accordance with Capfin policy.
- Teamwork: Have a positive impact on the team by being involved in team activities. Ensure that behaviour is alignment with the Company values.
Qualification:
- Grade 12
Experience:
- Minimum of six months’ contact centre experience or
- Minimum of six months’ customer facing retail experience (exposure to In-store RICA; FICA and NCR processes)
- Preverance will be given to candidats who speak the following languages: Sepedi, Sotho, Tshivenda, Tswana
Functional competencies
- Computer literate
- Verbal communication skills
- Problem-solving
Behavioural competencies
- Teamwork
- Quality and detail orientation
- Customer focus
- Resilience
- Developing self
Location: Cape Town, Northern Suburbs
The closing date for applications is 31 January 2019.
